Together Datapulse and Teleopti, a workforce management software vendor, have helped FirstAssist Insurance Services Limited realize immediate improvements in the clarity and control of its staff.

Facing an increase in business opportunities from new business partners, FirstAssist’s main call center in Plymouth expanded from 30 to 120 agents and had to cope with an increase in call volume. As the call center had out-grown the existing spread-sheet based process for scheduling staff to meet demands, it needed a more robust and also a flexible system to handle the workflow management requirements.

According to Stuart Legg, sales director at Datapulse (News - Alert), “Teleopti CCC is the ideal tool to help FirstAssist to accurately budget resources and to plan for future requirements. The system brings more effective forecasting, scheduling and analysis, leading to higher levels of service, satisfied customers and employees, but also great cost savings.”

The so-called Teleopti CCC offering uses historical ACD data with in-built intelligence for accurately predicting seasonal variations and to analyze trends. The system keeps track of agents’ skills and makes sure that the right skilled agents are available at the right time. This enabled the company to reduce staffing requirements besides maintaining high quality of service for customers.

“The immediate effect of implementing Teleopti CCC was the considerable savings in time and resources. It used to take over half a day to create the schedules manually, and we would tweak them each week to try and improve service levels,” said Richard Warne, Operations Manager at FirstAssist.

“With Teleopti CCC this process takes less than 20 minutes so we can spend more time looking for trends and future planning rather than fire fighting! We easily hit our service level objectives day on day instead of playing catch up.”

Shamila Janakiraman is a contributing editor for TMCnet. To read more of Shamila’s articles, please visit her columnist page.